UKNM: RE: Customer Experience

[John Braithwaite]

Stewart Dean wrote:

  > 

  > Two words - customer experience.

  > 

  > Nearly all techies don't get it or don't understand why it's important.


Stef wrote:


I object to that. not that it's not true, but I haven't seen a greater

degree of cluefulness in the other departments either. especially not

marketing. 


JB writes:


Both right, of course. Although because one marketing department doesn't

'get it', it doesn't mean that they all don't. The trouble with techies is

that they come up with ideas that are 'cool' to them without ever thinking

about whether their idea is practical.... which in 95% of cases - it isn't .

Far better to know how the various bits of a site function, what they can do

and what they limitations are and then sit in the place of your customer. Or

even, as we have just done, send your customers a questionnaire and ... wait

for it.. read their replies. Leave the CSI to the internal and external PR

departments and read the individual comments.


It reminds me of talking to a techie who had just come up with a page that

could randomly display 20 book jackets from a selection of 40,000. Cool -

maybe, but why would our customers want it?


Perhaps this particular programmer wanted all the visitors to recognise his

skills: "oh, that's really clever, it must have been programmed by a

genius!" Why else?


John


http://www.thegoodbookguide.com 



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